Quality Analyst (BMW NA)
Core
Conducts quality evaluations of calls and transactions to ensure compliance with processes, standards, and customer experience expectations while providing coaching and feedback to agents.
Role type
Quality Analyst (Call Center Operations)
Builds
Quality reports, improvement initiatives, and corrective action plans for call and transaction processes.
Domain
Business Process Outsourcing (BPO) / Customer Service
Deliverable
dashboards & analysis
Required skills
Quality evaluation, root-cause analysis, data analysis, coaching, feedback delivery, process adherence monitoring, report preparation, calibration, training needs analysis, action plan development.
Preferred skills
Live call handling experience, customer experience focus, analytical skills, attention to detail, flexibility for varying schedules.
Responsibilities
Conduct quality evaluations of calls and transactions; identify and escalate quality gaps and compliance risks; prepare internal and external quality reports; provide structured coaching and feedback to agents; develop and monitor SMART action plans for quality issues; participate in calibration sessions; handle live customer calls to maintain process knowledge.
Seniority
Individual Contributor